Job Description
About AXA: AXA is a global leader in insurance and financial services, dedicated to helping customers protect what matters most to them
As the sixth-largest insurance company in the world, we provide a wide range of services, including health, car, home, and business insurance
We support millions of customers worldwide, helping them navigate life's uncertainties with confidence
AXA UK Support Functions look after our three customer-facing business units, providing the infrastructure and expertise to make sure we can be there for our customers
Job overview: You’ll lead the pivotal first phase of a Customer Growth programme, unlocking significant customer and commercial growth by enabling personalised experiences, driving cross-sell and retention, and building seamless experiences for our customers
This phase will develop and deliver measurable, tactical activities throughout 2026, align with the business areas activating the capabilities across their customer experiences and support the technology requirements for development through 2027-2029
This role is a fixed-term contract ending 31 December 2026
Reporting into the Customer Director, you’ll provide vision and leadership, manage senior stakeholders across AXA UK’s Insurance and Health businesses, champion customer growth and ensure the programme delivers on its strategic objectives, on time and on budget
Key responsibilities: Refine and implement AXA UK’s customer growth strategy, delivering measurable customer value and aligning with broader group objectives
Oversee four customer growth programme workstreams, including building out the cross sell and engagement communications programme, working with business stakeholders to inform technology capability requirements, demonstrating commercial value and embedding customer focus throughout the organisation
Develop approach to reporting on customer metrics, adopting a forensic approach to tracking performance and developing actions to address performance issues
Embed a customer focussed culture across the organisation, fostering a mindset centred on delivering customer value at all levels
Lead programme steering committee, providing clear reporting on progress, risks, and decisions required
Primary contact point for AXA UK leadership, ensuring alignment, securing buy in, and navigating organisational complexity
Own and manage programme budget, ensuring effective allocation of resources and building the detailed business case for future investment phases
Lead and mentor the core programme team, fostering a collaborative, results oriented culture
Proactively identify and mitigate programme level risks and remove blockers to ensure team success
Work arrangements: At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers
You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future
Away from home means attending the office, visiting clients or attending industry events
You’ll regularly spend time in our London office
We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition
Your skills & experience: Hands on experience of developing a cross-sell programme across multiple business lines, working with multiple stakeholders is essential
Experience implementing a customer strategy, aligned with business goals, in a complex and matrix financial services organisation is required
Proven experience leading large-scale, complex business transformation programmes, ideally in a data, marketing, or customer strategy context
Demonstrable experience of having built out a comprehensive capability roadmap incorporating marketing technology (martech), data privacy barriers, and other barriers to overcome, ensuring effective and compliant cross-sell initiatives
Ability to drive initiatives that enhance customer value and experience, leveraging insights and data
Exceptional senior stakeholder management and influencing skills, with the ability to unite different business units behind a common goal
Commercial acumen, with experience building and defending multi million pound business cases
Inspirational leadership skills with a track record of building and managing high performing teams
Internal candidates are encouraged to apply for this role as a secondment opportunity through the internal careers site
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom
How to apply: To apply, click on the ‘apply now’ button, you’ll then need to log in or create a profile to submit your CV
We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics
If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge
For our support, please send an email to [email protected]
We encourage you to apply for this opportunity as soon as possible, as we may close this advert earlier than the listed closing date. #LI-Hybrid